If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.
Topics: Call-CenterRead More
During the first five minutes of any software trial, you have to make one decision:
Should I invest more time learning about this software or should I move on to something else?
When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.
When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.
You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.
Phew! You've made it this far...but what's next?
Pretty much overnight, your contact center operations had to completely change. Maybe you were ready for this transition, maybe you weren’t. Maybe you had to go to extreme lengths just to find now-rare resources like laptops and headsets. Regardless, you made it!
Right now, things are changing every day.
Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents?
It ain't Zoom, Slack, or email!
In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.
Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year."
But...pushback from customers made management rethink that policy.
So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future."
Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?
With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges:
Topics: Call-CenterRead More
We talk about rollout training, onboard training, and writing better standard operating procedures
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